In my previous blog post, I discussed the imperative for all organizations, including governments, to deliver total experiences and how an HCL Total Experience solution empowers them to achieve their business outcomes for digital transformation.
Today let’s look one layer deeper at how the HCL TX platform can create intelligent and personalized experiences in multiple industries. Thanks to the data integration middleware, one of the primary components of the TX platform, companies in almost any vertical can leverage low-code development to realize these benefits during development and as an ongoing practice.
Faster and easier integration through the data integration layer middleware — out of the box — dramatically simplifies the integration of multiple SaaS solutions, enterprise systems, APIs and processes on the backend. This approach also enhances agility over time, as the integration inevitably has to evolve, such as Martech or commerce stack changes.
TX enables consistent and maximum experience composition across web, native mobile, digital signage, tablet, wearable, kiosks, and custom channels. It also harnesses the devices’ unique capabilities, such as geo-fencing, wayfinding, and use of mixed reality to help - for example - a utility service technician. Over in the entertainment and tourism sectors, it could take the form of smartwatches that become the digital pass at a fun park. For manufacturing companies, TX could power tablets that interact with digital locks to prevent loading the wrong raw product during mixing or machining processes.
HCL Total Experience allows business users to digitize existing manual processes, capture data more efficiently, or integrate two or more systems to form an approval process themselves without IT. You can also leverage AI components to be more productive with content and experience composition, explore data more easily, or boost the productivity of a professional developer.
Central to any engagement is the idea of experiences that they understand the user, i.e., an individual’s needs and preferences for specific services or information, or that the experience helps connect that user with like-minded communities based on similar interests. For example, a personalized insurance product (or service) can be offered based on a life event in a customer journey, informed by insight from a customer data platform.
Of course, any modern insurance company must also deliver a best-in-class experience on smartphones and other devices. Check out what O-Sure (our example insurance company from the previous blog post) presents to mobile users:
Again, it’s a clear, simplified, design-led experience focusing on the most common inquiries, issues and reasons for contact. What may not be immediately apparent is that all of these functions - initiating a claim, pulling certificates, requesting roadside assistance, and more have to be digitized and connected with a myriad of inside services and outside vendors like towing companies.
The user sees and experiences none of that, meaning a vastly improved experience that minimizes effort and stress. Regardless of the user’s age or walk of life, they’re delivered a thoughtful and carefully optimized insurance experience.
Speaking of life, O-Sure can think ahead and be proactive with customer offers. Imagine that a customer has enough information on file to know that a customer has a child who’s about to turn 16. Knowing that there’s a good chance this teenager will soon be a new driver, O-Sure can craft an offer for an insurance discount if the new driver goes through a trusted driving school.
If the customer accepts this offer, O-Sure can leverage its integration with the driving school partner to automatically coordinate the offer and discount while upholding the utmost data security and customer privacy.
We hope you enjoyed this introduction to the Total Experience concept and its myriad benefits for customers, employees, citizens, and the organizations that serve them.
In summary, HCL’s Total Experience enables organizations to achieve their business goals for customer satisfaction and digitalization by replacing the fragmented, inconsistent and vanilla experiences that our employees, partners, customers, and citizens use today with a seamless omnichannel experience tailored for each user. Plus, IT organizations can be assured by evolving to the TX platform that they can:
Build Once, Serve Many — This approach removes IT redundancy and license costs of buying multiple products, integrates anything and creates reusable components that help future-proof your projects.
Create Better Outcomes—By focusing on outcomes in a journey, you can delight users and drive increased service usage, leading to a reduction in call centre volume, increased adoption of digital services, and boosted customer satisfaction.
Democratize Innovation — By empowering the business with oversight from IT, they reduce time taken to deliver what employees, customers and citizens deem as business critical, sooner.
In the next blog, I will share my point of view on why TX helps solve business challenges in the manufacturing industry. Thank you for reading.